True lane

[MarkD259355]

Is anybody else experiencing false readings on TrueLane? I keep getting hard breaking reading and having points deducted when this happens. I can drive 50-100 trip without any driving issues and not receive any added points but if the app thinks I’m hard breaking it deduct 2-3 points off my score. Is this app rigged??? I think it is.

[JohnB982840]

I drive an electric vehicle that is in 1 pedal mode. So when I take my for of the gas, it slows and stops the car. It gigs me every time. I called Truelane and they said don't worry about it. It's your overall driving. But it also says I'm speeding when I see a 45MPH sign on the road. But it said I did 45 in a 25MPH zone. There isn't a single sign that says 25. And if you stop using it they raise your insurance. My wife's score is 31 her last 5 drives were all 5 stars. She doesn't drive, works from home. She gets fired for no scores. I agree it's not fair. 

[zooeyhall]

One of the frustrating things about True Lane, is the lack of transparency in the "Road Conditions" that it measures to determine your score.

From what I can gather from the limited information, is that it measures such things as the kind of roads you drive on (high traffic, lots of stoplights), if you drive on roads that have high speed limits, if you drive on roads or intersections that have "high traffic accident rates", if you drive at night, etc.  However if you get marked-up for one of these, the app doesn't tell you.  

If you're score is being docked because you are driving in one the aforementioned "road conditions", I wish Hartford would tell you that in the app.  Because then you could modify such things as the route you take, and/or what time of day you are driving.   Because you many have a perfect score with the six "big ones" (speeding, braking, cell phone use, etc.), but if your score is being docked because of "road conditions", it's a mystery why it is doing it.

[JohnB982840]

How are you responsible for the roads that you have to drive on. If you are driving safely, what does it matter. The rates are already weighted to your state. That's a load a crap.

[zooeyhall]

 Besides logging such things as:  speeding, hard braking, cell phone use, etc., the app also monitors "road conditions".  Which--according to what I have read---rates such things as "the amount of traffic on the route, the number of stop lights, the speed limits, the time of day you are driving (night driving gets you docked), and 'general accident rates' ".

 As may be obvious, "road conditions" is very opaque and mysterious.  How do you know that the road you are taking, is going to ring a bell at Hartford?  The app doesn't tell you, so that maybe you could possibly take a different route, that will please the app.

[PeteN634321]

 Did everyone notice how this complaint form goes to AARP and not to The Hartford themselves?  I would be willing to say the AARP will not forward our reviews to The Hartford.  AARP won't because I bet they get some kind of kickback, so they don't want to upset their golden goose that gives them a few eggs.  

[PeteN634321]

 This app is a piece of junk.  I can drive without any incidents for two months and then have one braking or speeding incident and my score drops.  Then it takes forever (if ever) for the score to go up.  Before The Hartford changed the scoring system my score was always 100 or 99... sometimes it dropped to 98.  With their new system, I immediately dropped to 93... even though I drive the same way.  I was up to 698 trips for "No Distractions" then it says I was Screen Tapping?  My score has been at 87 for months, even though it shows I have made 103 trips with no speeding and 100 trips with no braking issues.  I make two trips a day when I work and at the most four trips on the weekend occasionally.  That means at most I make twenty trips a week.  Do the math, in five weeks of driving my score did not go up one point.  Tell me how that happens.  The TrueLane app is a piece of crap, their scoring system is rigged for us to fail.  Bring back the old system of scoring when I was never lower than 98.  

[AntoniaD827212]

YES!!!! The app repeatedly shows me hard braking and on a train!!!  I don't ride the train!!

[HTargovnik]

The app is a train wreck.  If you drive only in low density, slow moving traffic it will work, but as soon as you are in moderate to high traffic or any metropolitan area, it will falsely ding you for braking or attention issues.  Furthermore if you are medically unable to drive or away on vacation for 39 days or more, it down’s matter how many trips you scored for the prior 5 months, kiss your discount goodbye.  

[JimM860471]

It jumps from drive to train on its own

[HTargovnik]

Its behavior is illogical and requires constant attention.  Only reliable in low density, slow traffic areas.  Furthermore penalizes you if you are away on vacation or unable to drive for 30 consecutive days.  

[DonnieL348207]

I am not alone in realizing that this True Lane is rigged against the drivers. It’s no more than a gimmick to attract customers. Apparently the score cannot go up. Only down for nonexistent reasons. Although I get all stars for dozens of drives the score never goes up  beyond 96. Many time it gigs me on non existent things, breaking, distraction, speed, etc when there was absolutely no reason for it. Those things never occurred at all. I would like to see the media pick up on this. Perhaps a segment on 60 minutes or national news. Although on my last renewal with a high score I only received a $16 discount. Everyone I know who has this says the same thing. It’s a rigged program against the driving customers. 

[MattO933471]

I'm giving up on this and switching to another carrier. I've talked with The Hartford three different times over the last 12 months and they tell me the same thing every time: because that I live in a large city you're never going to get more than 25-26% savings. I drive about 7,000 miles a year 90% of that locally which also pulls down my savings because there's more vehicles doing random things versus interstate-dominant driving. Lastly, the metrics for determining fast acceleration or even more importantly hard braking are absurd. I get one star when I brake by 15 mph in 4.3 seconds or less. Try it sometime, that's not a hard deceleration. I could rant on this for hours. 

[HTargovnik]

I hear you.  Been in the phone with The Hartford 3 times in the last 12 months regarding this app.  Only works if you drive in a low density, low speed area.  Furthermore because it requires driving scores in any given 30 day period, try taking an extended vacation or heaven help you have surgery or a medical issue where you can’t drive for 4-6 weeks.  Goodby earned discount until your next renewal and even then it is at a lower level.  The Hartford’s response is, too bad it’s in our Ts and Cs.  Time to explore the rates with other companies without the app.

[zooeyhall]

I have noticed that the TrueLane app varies wildly in its scoring.  I have been using it for almost two years now, and it can go from 100% down to 60%, and then back up again.  For no seemingly apparent or logical reasons.

I am a conservative driver, and consistently score 100% on the five parameters it measures.  (Speeding, braking, distraction, acceleration, cornering).  I also drive only in the daytime, midday.  I live in a rural area, and don't drive in high traffic areas (such as downtown).or high speed roads (like the Interstate).  As far as "road conditions", I pretty much also drive the same roads all the time.

Yet as I mentioned in the beginning, for some unknown reason it still keeps varying the ratings with no rhyme or reason.  Perhaps when Hartford needs to increase revenues, they start "spiking" the ratings?

[AARPConsumerCare]

We're sorry to hear you're having trouble with your Hartford insurance and the True Lane app, @zooeyhall. We are listening and would like the chance to help as soon as possible. Please visit https://help.aarp.org/s/article/contact-aarp to chat, text, or speak with a representative who can get you in touch with our Member Relations team, they're part of AARP Services, and act as liaison for AARP service providers. - Christy C.

[KimB162275]

I can't stand this stupid app I am begging my husband to find another insurance this is the worst not only is it rigged but it is so invasive I turned my app off and they were going to penalize me for turning it off for 30 days and raise my rates by $ 100.00 a month I have a headache every time I have to drive for worrying about this stupid app and just a note to Hartford but driving the absolute speed limit all the time now days will get you killed road rage people for driving like an 90 year old

[DavidL932962]

I see I’m not alone.  I can remember hard braking exactly one time since I started using the app, (squirrel), but I’ve had five two-star braking notices in the past week, alone.  Yet my score is at 95, so it’s anyone’s guess what’s going on.

[EdM702139]

Mark, totally agree with you, both my wife and I are getting hit with hard braking when there is no hard braking. On my trip today I had to stop for a quick light change, had to press the brake but certainly not hard. Their app gave me one star, and knocked down my overall score by 3 points. I try not to run yellow lights, but this app almost encourages you to do so. Something is not right with their braking scores.

[EdwardB365165]

Mark the true lane app is absolutely rigged. My score goes down on days I don’t drive. From Jan. 1st to April 10 I took 124 recorded trips and had 119 “5 Star “ no event trips and my score went down. I just spent the week in the hospital and my score went down while not driving. In the six months on the app 90-95% of my trips have been rated 5 star and my true lane score is a 75 and this is what the Hartford uses to rate the renewal policy. Absolutely a fraud. 

[DanielL356760]

Thank you, I don't drive a lot and go on vacation a few times a year. I just cancelled my policy before it started. Sounds like the saving is not worth the hassle, even if you get a discount

[ElizabethM913955]

Absolutely agree. I can have countless five star trips and never have an increase in my score, but one false reading of hard braking, which I never do, and my score goes down three points. As well, I work from home and it is very rare that I drive during the week at all and my score will go down when I’m not driving. You would think having my vehicle safe and protected in my garage and rarely driving would make me the kind of customer the Hartford would want and make my score go up significantly, but no.  I also find that my score starts dropping with these hard braking events when it comes time to renew my policy.  Very disappointing. I’m thinking about purchasing a camera for my vehicle so that I have evidence of the discrepancies between my actual driving and the apps reporting. 

[EdwardB365165]

Weigh in folks with your scores and whether you feel it reflects the way you actually drive. I know there must be many of you that feel the same way I do about TrueLane. 

[AARPConsumerCare]

Hi MarkD259355. If you're experiencing a problem with the TrueLane app please reach out to The Hartford for assistance, so they can determine if there is an issue with the app. You can visit their website https://www.thehartford.com/aarp or call them at 1-888-808-5254. - Brandon C.

[FrancisW31795]

Not sure why AARP doesn’t report customer dissatisfaction with the rigged app given it recommends Hartford.  I have same issue.  I’m retired and don’t drive every day.  All my trips are perfect, yet my score, and of course my savings, keep going down.  The less you drive, the less risk exposure you’d have for yourself and the insurance company.  This makes absolutely no sense.  AARP needs to advocate for members since that’s their function!